Coronavirus Repairs Update: Due to the government announcement on 4th January we are responding to requests for emergency repairs and gas repairs only. More information here.

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Coronavirus information for our customers and visitors

We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice.

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We are proactively monitoring the coronavirus outbreak, including the latest Government and NHS advice, and we can assure you that we are doing all that we can to help protect our customers and their homes during this period of uncertainty.

Following Government Covid-secure guidelines our places and homes continue to only open for essential visitors (e.g. essential support, medical practitioners, emergency repairs), colleagues and other key workers. All other visits are suspended until further notice or updates from the Government.

The health and wellbeing of our people is our priority. We will do all we can to support our customers, colleagues, clients, contractors and visitors.

We hope by following the advice together we can help reduce the spread of coronavirus (COVID-19).

Services during lockdown and in local COVID alert level areas

For more information about which services Chorus Homes is operating during lockdown and in areas with local COVID alert levels please visit our guidance for lockdown and local COVID alert levels page. Questions and answers about specific service changes during the virus outbreak are provided in a special coronavirus FAQ. Changes to individual services as a result of coronavirus are also included in the relevant advice centre pages.  

Guidance for customers

Continuing to provide support to our customers is important to us and we are doing all we can to make this happen.

Due to the government announcement on 4 January 2021, we are responding to requests for emergency repairs and compliance visits such as gas and electric checks only.

An emergency repair is any problem that could be a security risk or cause harm to you, another person or to your property.

Please note we are not able to book in repairs that are not an emergency. 

To report an emergency repair please call 0345 266 9760

We are experiencing an increase in our call volumes and some of our colleagues are working from home so it may take longer than usual to speak with someone. Thank you for your patience at this time. 

We will reintroduce routine repairs as soon as we can and we will let you know when we can restart our normal repair service. Our website will also have the latest service updates. Once our normal service delivery is resumed, the online feature to report a repair will be made available again. 

Our trades colleagues are able during lockdown to enter a home for essential work or services. Some of our work activities can continue if we can do so through a safe system of work.

Gas safety and electrical checks will also continue wherever possible. 

If you are isolating or shielding, we can delay our visit, although you must let us know as soon as we can visit again. 

Our colleagues will wear a face-covering whilst in your home and moving around or through any communal areas such as corridors or lounges. All colleagues have suitable personal protective equipment (PPE) and will wear what is appropriate for the task. We’ll also let you know if you need to take any additional safety precautions while our colleagues are visiting your home.

The measures we put in place to manage the coronavirus situation may have an impact on the availability of our colleagues, therefore, the level of service we can provide to you and we may not be able to meet all our customer service standards. We will be making changes to services in line with Government guidance to safeguard our customers and our colleagues.

To help answer some of the most common questions being asked, we recommend you visit our frequently asked questions page.

Government information around coronavirus changes frequently. We advise you to keep a close eye on the NHS website and the Government website for up-to-date information.

Guidance for customers living in retirement living

Following the introduction of a national lockdown you can find out more about how this affects our service to you.

To help protect you and your neighbours please remember that each individual home/apartment is considered an individual household. The whole service is not considered to be one household. Social distancing guidance should always be followed unless you are meeting with people from within your support bubble.

All communal lounges remain closed until Government guidelines advise they can be re-opened.

Please note that indoor communal lounges (when re-opened) are for customers only. Where access is only available to communal outdoor space through a communal lounge this can be used by customers only.

Our colleagues will wear a face-covering whilst in your home and moving through any communal areas such as corridors or lounges. Our team also have suitable personal protective equipment (PPE) and will wear what is appropriate for the task they are completing.

We ask you to wear a face-covering when moving through or around indoor communal areas and moving around corridors.

If you are unable to access the essential goods and services that you need and if you have any problems, we will work with you to put a suitable plan in place

How to get coronavirus support as an extremely vulnerable person

If you are clinically extremely vulnerable, you will previously have received a letter from the NHS or from your GP telling you this. You may have been advised to shield in the past.

You can read general guidance on protecting yourself if you’re clinically extremely vulnerable to coronavirus.

If you are in this group and live in England you can register with the government for support to:

  • ask for priority access to supermarket deliveries
  • ask your local authority to contact you about any local support that may be available if you’re ‘shielding’
  • update your details - for example, your address

You can register yourself, or on behalf of someone else. You’ll be asked for your NHS number. You can find it on any letter from the NHS, or on a prescription. Click here to register.

If you need help registering you can contact your local authority.

If you’ve already registered and have priority access to supermarket deliveries, you’ll keep it.

If you are unable to access the essential goods and services that you need and if you have any problems please call 0345 266 9760 and we will work with you to put a suitable plan in place. 

Retirement living - further information

Your scheme manager, estate and tenancy officer or community mobile officer will be able to advise you on what impact the national lockdown and local COVID alert levels have on your service.

All communal lounge areas and all hairdressing services will be closed in lockdown.

All communal lounge areas will remain closed in all Tier 2 (High COVID alert) and Tier 3 (Very High COVID alert) and Tier 4 (Stay at Home) areas.

During lockdown you are only allowed to meet up with your support bubble or essential caregiver inside or outside your home. You can meet with one person not from your household for the purpose of exercise in an outdoor public space and you must social distance during this time.

Hairdressing services will remain closed in Tier 3 (Very High COVID alert) and Tier 4 (Stay at Home) areas. Where safe to do so available hairdressing services will re-open in Tier 1 (Medium COVID alert) and Tier 2 (High COVID alert) local COVID alert areas, unless increased restrictions are put in place by the government.

Within alert areas If you live in an area where guidance does not allow you to meet up with another household you should not meet with anybody who is not in your support bubble or isn’t an essential caregiver, inside or outside your home.

Guidance for customers with financial concerns

We encourage customers who may be struggling financially to visit our financial support section for more information on the support that is available. 

We are committed to helping prevent our customers from falling into debt and we will continue to provide support and guidance to customers who may be experiencing difficulty in paying their rent.

We are unable to offer rent breaks however we will work with each customer on a case by case basis to agree on an affordable repayment plan.

Guidance for visits to our places

Our places and homes are only open for essential visitors (e.g. essential support, medical practitioners, emergency repairs), colleagues and other key workers. Any essential visits to our places and homes will be postponed for the following reasons:

  • you are suffering from a dry cough, fever, breathing difficulties or flu-like symptoms; loss of taste or smell and/or,
  • you have been in contact with someone who has tested positive for coronavirus or is self-isolating.

All other visits will be suspended until further notice.

Gas and Electrical Servicing, and compliance checks

We will continue to carry out all Gas and Electrical Servicing, and compliance checks within our properties during this time in lockdown and all COVID alert level areas. These services are carried out to keep you, your home and your neighbours safe.

If you are isolating or shielding, we can delay our visit, although you must let us know as soon as we can visit again. 

Lettings

We are letting properties in lockdown and all local COVID alert level areas where it is safe to do so and for those customers who are vulnerable such as:

  • People fleeing from domestic abuse and violence
  • Moving customers from temporary accommodation
  • People discharged from hospital
  • Those living in unsafe accommodation, or without settled accommodation, which poses a risk to their health.

Last updated 11 January 2020